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Anton de Young

2025년 3월 20일에 편집됨

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      nathalie

      ref Chris's message https://support.zendesk.com/hc/en-us/articles/4408888828570/comments/4408889597338

      hello,

      I had the same issue as Chris and fell on this question.

      I found the answer here: https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving

      Zendesk automatically archives tickets 120 days after they are marked Closed. Archived tickets are excluded from views.

      Hope this helps,

      Nath.

       

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      Dane

      Hi Lovely,
       
      The Tickets Assigned section are used to have an overview of all the tickets the agent has. Unfortunately, there's no option to add columns on this section. However, you can always utilize Ticket Views to get specific information from an agent's assigned tickets.
       
      Hope this helps!
       
      Cheers,
      Dane

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      Lovely Schwarting

      Hi! How do I add an additional column in "Assigned Tickets" view under Agent's profiles?

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      Josh

      Hi MRB!
       
      Thank you for messaging us. 
       
      Unfortunately, Views cannot be created with as multi select. Can you give us a background  of your use-case?

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      MRB

      Hey there, can you create a view with multi-select?

      It is not multi-line and there are tags for each one, so I feel like it should work, but I do not see the option in the view when I try to add it. 

      Thanks.

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      Dave Dyson

      Mattia Tosti Unfortunately, even if that were possible, the only ticket field types that can be used to create criteria in Views are drop-down and checkbox fields. It is possible to display the values of a Ticket-level date field as a column in in a view (and then the View can be sorted on that), but as Heather mentioned, custom user fields are not accessible in Views.

      I think you should be able to create a query in Explore that does what you need, using the Table format, setting the metric to Tickets, adding Ticket ID to rows, and setting whatever criteria you want as Filters. See Creating Queries for more information.

       

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      Adish Kasi

      This is helpful, thank you!

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      Mattia Tosti

       

      Heather Rommel

      Thanks for the feedback, tags won't do it though since I need the parameter to be a date. Do you know if it is possible to pass values from a user custom field to a ticket field (using for e.g. a trigger)? If I could create a ticket date field and then pass on the date value I have stored on the user's custom field my problem would be solved! :D

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      Heather Rommel

      Mattia,

      Views are looking for Ticket-level stats. If your user level fields are not dropdowns or checkboxes with tags, you can set up a series of triggers to look for user level qualities and add a tag to that users' tickets. Then the tags data will start showing up on all new tickets going forward.

      There could be other ways to solve for this, so perhaps someone else will jump in and add to this!

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      Heather Rommel

      1262711045790

      I tend to create views as they're easy to modify or reuse for other purposes. I'd suggest using Status is Less than Solved, and Hours since created is less than 336. See if that works?

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